Technical Support Specialist - Level 2
High Touch Talent Solutions, Freehold, NJ, United States
Technical Support Specialist - Level 2
The Support Level II/Field Technician provides elevated technical support for end-users and assists in the maintenance of complex IT systems. This role focuses on resolving escalated helpdesk tickets, performing routine system maintenance, and troubleshooting issues that affect user productivity.
Key Responsibilities
Technical Support:
Provide Level II support for hardware, software, and network issues.
Resolve escalated helpdesk tickets involving desktop environments and end-user connectivity.
Assist end-users with technical issues both remotely and on-site.
Systems Maintenance & Troubleshooting:
Support the maintenance of Windows and Linux servers, ensuring performance and security.
Troubleshoot basic server issues such as file permissions, DNS, and DHCP as they affect end-users.
Perform regular system updates, patching, and backup tasks.
Monitor system performance and escalate complex infrastructure failures to Level 3 engineers.
Network & Security Support:
Assist in the configuration and troubleshooting of network devices like routers and switches.
Manage user accounts and permissions within Active Directory and Microsoft 365.
Support the maintenance of firewalls and VLANs under the direction of senior engineering.
Project Assistance:
Assist Level 3 engineers in the execution of IT projects, such as system migrations and hardware deployments.
Document technical processes, user guides, and project outcomes within IT Glue.
Qualifications & Skills
Experience:
35 years in IT helpdesk support.
Education:
Bachelor's degree in IT/Computer Science or equivalent work experience.
Core Skills:
Strong knowledge of Windows and Microsoft 365 (User creation, licenses, etc.).
Familiarity with virtualization (VMware, Hyper-V) and cloud services (Azure).
Experience with RMM tools (e.g., DattoRMM) and Ticketing Systems (AutoTask, ConnectWise) a plus.
Knowledge of backup and business continuity solutions (Datto, StorageCraft).
Certifications:
CompTIA A+, Network+, or Security+ are highly desirable.
The Support Level II/Field Technician provides elevated technical support for end-users and assists in the maintenance of complex IT systems. This role focuses on resolving escalated helpdesk tickets, performing routine system maintenance, and troubleshooting issues that affect user productivity.
Key Responsibilities
Technical Support:
Provide Level II support for hardware, software, and network issues.
Resolve escalated helpdesk tickets involving desktop environments and end-user connectivity.
Assist end-users with technical issues both remotely and on-site.
Systems Maintenance & Troubleshooting:
Support the maintenance of Windows and Linux servers, ensuring performance and security.
Troubleshoot basic server issues such as file permissions, DNS, and DHCP as they affect end-users.
Perform regular system updates, patching, and backup tasks.
Monitor system performance and escalate complex infrastructure failures to Level 3 engineers.
Network & Security Support:
Assist in the configuration and troubleshooting of network devices like routers and switches.
Manage user accounts and permissions within Active Directory and Microsoft 365.
Support the maintenance of firewalls and VLANs under the direction of senior engineering.
Project Assistance:
Assist Level 3 engineers in the execution of IT projects, such as system migrations and hardware deployments.
Document technical processes, user guides, and project outcomes within IT Glue.
Qualifications & Skills
Experience:
35 years in IT helpdesk support.
Education:
Bachelor's degree in IT/Computer Science or equivalent work experience.
Core Skills:
Strong knowledge of Windows and Microsoft 365 (User creation, licenses, etc.).
Familiarity with virtualization (VMware, Hyper-V) and cloud services (Azure).
Experience with RMM tools (e.g., DattoRMM) and Ticketing Systems (AutoTask, ConnectWise) a plus.
Knowledge of backup and business continuity solutions (Datto, StorageCraft).
Certifications:
CompTIA A+, Network+, or Security+ are highly desirable.